Call Centre Manager

Switrus Holidays; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Switrus Holidays is seeking an experienced Call Centre Manager to lead a high-performing team in Bengaluru. You will set targets, monitor KPIs, coach staff, and ensure superior customer experience across inbound/outbound voice processes.

The role requires 7+ years in call center operations, strong leadership, and collaboration with Sales, Operations and Marketing to drive performance and customer satisfaction.

Qualifications

• 7+ years of experience in call center or contact center operations.
• Strong leadership, coaching, and performance-management capabilities.
• Proven ability to drive targets and improve KPIs in a high-volume environment.
• Experience with international inbound & outbound voice processes.

Responsibilities

• Manage and supervise a call center team of approximately 50 employees.
• Set daily, weekly, and monthly performance targets and ensure achievement.
• Monitor productivity, call quality, conversion rates, and customer satisfaction.
• Coach, mentor, and motivate team members to improve performance.
• Prepare and submit performance reports to management.
• Coordinate with Sales, Operations, Marketing, and other departments to ensure smooth customer handling.

Skills

Leadership

Communication

Customer service

Sales

Performance management

Team management

Tools

CRM software

Call center software

Job description

Job Summary

We are looking for an experienced and results-driven Call Centre Managerto lead and manage
a high-performing call center team. The ideal candidate should have strong leadership,
communication, customer service, sales, and performance-management skills, with proven
experience handling a large team.

Key Responsibilities

• Manage and supervise a call center team of approximately 50 employees.


• Set daily, weekly, and monthly performance targets and ensure achievement.


• Monitor team productivity, call quality, conversion rates, customer satisfaction, and other KPIs.


• Must have experience in International inbound & outbound Voice calls & Voice Process


• Coach, mentor, and motivate team members to improve individual and overall performance.


• Conduct regular team meetings, performance reviews, and feedback sessions.


• Develop and implement strategies to improve call quality, productivity, sales conversions, and customer experience.


• Monitor attendance, discipline, punctuality, and adherence to company policies.


• Identify performance gaps and implement appropriate corrective and improvement measures.


• Prepare and submit daily/weekly/monthly performance reports to management.


• Coordinate with Sales, Operations, Marketing, Visa, and other departments to ensure smooth customer handling.


• Handle escalations and resolve customer or team-related issues effectively.


• Ensure proper usage and updating of CRM/call center software and maintain accurate customer records.


• Analyze call center data and provide actionable insights to management.


• Ensure the team follows company SOPs, customer communication standards, and compliance requirements.


• Participate in recruitment, onboarding, training, and development of call center staff.

Required Qualifications & Experience

• Minimum 7+ years of overall experience in call center/contact center operations, customer service, or a related field.


• Proven experience in managing a team of at least 50 people.


• Strong experience in team leadership, performance management, and target-driven environments.


• Experience in monitoring KPIs such as call volume, conversion, productivity, quality, and customer satisfaction.


• Experience in the travel/tourism industry will be an added advantage.